Shocking

My experience started with me contacting the Absa Call Center to request assistance with an investment that had matured. I was told that if I didn't go to a branch, the funds would reinvest for the full term and I would need to wait again...

So off I go to the branch - bearing in mind that I was not told to go to a specific branch, just go to the branch. I proceeded to go to the Clearwater mall branch as this is the closest branch to my home. Walked in and went to the customer service queue at the far end of the branch. A lady approached me and informed me that I would need to go to the other customer service queue , the one closest to the entrance of the branch. So off I go to that queue, waited in line for roughly 15 min before being told that I need to go to the tellers on the other side of the branch (next to the initial customer service queue that I had been to). I expected the shuffle around so no worries, off to the tellers. I then waited for another 15 min to be met by Robin Judge who was extremely friendly. Note to the individual reading this. ROBIN = Friendly!

Now the process involved with moving funds from an investment account that has matured is according to the branch, having to close the account. I explain that I want to close the account and have the funds transferred to my savings account. Robin proceeds to phone someone in the branch who then wants to explain to the customer (that's Me) that there is a hold on account as the person who loaded the investment 5 years ago, did something that is preventing them from releasing the funds. It is at this point where they inform me that they cannot release MY money. After telling the person on the phone that I don't really care for the excuse whist getting upset, she requests to speak to Robin to tell the branch manager that there's an issue.

Now a lady by the name of Marlene van Tonder who was presumably the branch manager, grunted her way to me, didn't introduce herself, imp**** that I don't know what I'm talking about and with much effort decided to phone the branch that had the hold placed. This resulted in MY money automagically being released...

My concern however is that the entire experience could have been avoided with a little common courtesy and organisation. Surely a branch manager should be apologetic and explain the process and how you as a service provider are going to make this happen for me the customer! Not push out as many excuses as you can and when the customer starts getting irate, you end up doing what you're supposed to do in the first place.